Annual Report 2024/25

This year we updated and improved the Repairs Policy which sets out how we deliver repairs and what landlord and tenant responsibilities are. We consulted on the changes with the Rykneld Homes Customer Board. The new Policy captures the forthcoming legislation changes in Awaab’s Law regarding damp and mould as well as changes to the requirements around electrical testing.

% of Emergency Repairs completed within target timescale (TSM RP 02a) - 98%

% of Non-Emergency Repairs completed within target timescale (TSM RP 02b) - 97%

Damp and Mould

We want all of our customers to have a safe and comfortable home and are committed to dealing with incidents of damp and mould when they are reported to us and within set timeframes.

We are prepared for Awaab’s Law, which will come into force for the social rented sector from 27 October 2025. From this point we, as social landlords, will have to address all emergency hazards and all damp and mould hazards that present a significant risk of harm to tenants to fixed timeframes.

We already have robust processes in place to assess and advise customers when they report issues to us - we will continue to work with customers to ensure that properties are safe and meet standards.

Keeping your home safe

We undertake a range of work to keep your home safe. The performance information below reflects our commitment to this:

• % of gas safety checks completed (TSM BS01) - 99%
• % of fire risk assessments have been carried out (TSM BS02) - 100%
• % of asbestos surveys or re-inspections carried out. (TSM BS03) - 100%
• % of legionella risk assessments carried out (TSM BS04) - 100%
• % passenger lift safety checks completed (TSM BS05) - 100%
• % of properties with an electrical installation certificate - 98%
• % of flats communal areas fire safety checked monthly - 100%

Capital Investment programme

Each year we deliver the council’s investment programme to replace major components within the homes we manage. This includes a number of different work streams and for 2024/25 we completed the following items.

The program has also proved successful with you with customer satisfaction at 99%.

Major Works Programme Delivery 2024/25 and the number of homes

• Home receiving replacement homes = 310
• Roofs = 107
• Major Adaptations = 115
• Minor Adaptations = 428
• Voids work to Decent Homes Standard (includes heating, electrical, bathrooms and kitchens) = 303
• Electrical Rewires = 276
• External Wall Insulation and External Works = 288.

Rykneld Homes, working with NEDDC are committed to increasing the amount of social and affordable homes for rent across the District.

In 2024/25, 57 new homes were added to the housing stock.

This is a combination of new build and acquisitions.

• 19 completed homes at Whiteleas in North Wingfield as part of our regeneration scheme - a mixture of two-bedroomed bungalows and three-bedroomed houses
• Three two-bedroomed homes at Woolley Moor
• Nine new homes in Calow - eight one-bedroomed quarter houses and one two-bedroomed house
• 22 homes for open market sale at Whiteleas - 18 three-bedroomed and four two-bedroomed houses
• Four homes repurchased after the Right to Buy and homes purchased from the general open market.

All of our new homes are designed to meet the current and future needs of customers and in most cases include new technology such as air source heat pumps, solar panels and electric vehicle charging points.

In 2024/25 we invested a total of £12,403,759 to maintain the Council's homes and deliver housing services across the District. This includes repairs and maintenance, housing management and customer services.

The information below gives more detail about the service areas that the budget covers and the breakdown between the main service areas.
You can find more information including the Final Accounts and Financial Statements on the key documents page of the Rykneld Homes website.

• Neighbourhood Services - 29%
  Includes: Anti-Social Behaviour, estate management, rent collection and Choice Move
• Repairs and Maintenance - 58%
  Includes: gas, electrical servicing, Health & Safety
• Customer Services - 13%
  Includes: Call Centre, Community Involvement, website, IT and Communications.

Improving homes and making them easier to keep warm

We have been working in partnership with North East Derbyshire District Council for over 10 years to improve the insulation levels of homes across the district to support our customers and to meet the government’s target for energy performance of homes across the country.

In March 2025, we completed a two year £21million Social Housing Decarbonisation programme to retrofit 640 homes across North East Derbyshire, improving living conditions for 1,600 residents. Supported with £14.8m from the Council and £8.2m of Government funding through Desnz (SHDF2), we installed external wall insulation, ventilation and where required new windows and roofs to improve homes.

Our Neighbourhood Services teams work hard to support customers to sustain their tenancy. This starts with our Choice Move team, assisting applicants to get ready to manage a tenancy, and continues through a fair and supportive tenancy management and rent collection service. To support a sustainable community, our officers tackle Anti-Social Behaviour (ASB) and our Community Involvement Team provides opportunity for all customers to positively contribute to their community.

Financial Inclusion

With the ongoing cost of living pressure we know that some customers may be facing difficulties in managing their financial situation. This year, the Financial Inclusion Officer has supported 217 customers struggling with the cost of living and changes to benefits. Through this work, £71,301 was secured from the Council's Household Support Fund for our customers.

Collecting rent

We collect your rent payments on behalf of the District Council and in the vast majority of cases this is now through direct debits, the process is successful and easy for customers to follow. Sometimes rent payments can become a challenge for customers and we provide a range of support to assist with this. Where necessary we will also take action to ensure unpaid rent is collected including through legal processes.

Rent collected as a % of rent due for period (ex-brought forward) BVPI66a - 97%

Anti-Social Behaviour (ASB)

We know that ASB can have a real impact on individuals and communities. ASB can take a number of forms, one of which is noise nuisance. To support customers who may be suffering from noise nuisance, we have introduced a digital noise reporting solution via the Noise App.

The Noise App allows customers to provide more reports and evidence to help our Community Sustainment Team to more effectively tackle noise related ASB.

Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour (TP12) - 64%

Customer involvement in shaping our services

Our customers are key to us unlocking the ways in which our services should be delivered. Their lived experience provides us with vital insight. Through our Customer Board and Scrutiny Panel, the team assists in the development of policies, processes and service improvements.

Community Involvement

Our Community Involvement Team is dedicated to support customers, communities and groups to improve access to opportunities for learning, development, wellbeing and support. The team’s work includes funding community projects, arranging community events and supporting partners and community groups, all with a view to bring people together, increasing opportunities for our customers, enhancing our environment and improving the physical and mental health of people within our communities.

Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood (TP11) - 71%

% of customers satisfied that RHL listens to tenant views and acts upon them (TP06) - 74%

Complaints

In 2024/25, we received and investigated 93 formal complaints. 100% of Stage 1 complaints and 92% of Stage 2 complaints were responded to within the Housing Ombudsman Complaint Handling Code timescales.

Here is a breakdown of the service areas where we have responded to complaints and the outcomes.

As a result of complaints made in 2024/25, we have for example:

• Provided extra training to staff and issued instructions to contractors to provide more information prior to intrusive works
• Increased the information provided at tenancy sign up to cover garden and fencing responsibilities
• Provided staff training to reinforce the requirements of the Lettable Standard
• Transferred some of the drainage works from contractors to an in-house team to improve continuity of service delivery.

% of Stage One complaints responded to within target (CH02,1) - 100%

% of Stage Two complaints responded to within target (CH02,2) - 92%

% of customers satisfied with the overall service from their landlord (TP01) - 84%

% of customers that agree RHL treats them fairly and with respect (TP08) - 87%

% of customers who made a complaint in 24/25 satisfied with RHL’s complaint handling (TP09) - 43%

Awards 2024/25

We were winners of the Best Use of an EEM Charity Donation at the Efficiency East Midlands Building Communities Awards 2025 for our Duke of Edinburgh Award project.

We also were named winners three times this year for our External Wall Insulation project:

• Unlock Net Zero Awards Collaboration of the Year - Retrofit Projects
• Winners of the Refurbishment Project of the Year Award at the EEM Building Communities Awards 2025 along with our contractor SBS (Sustainable Building Services)
• Winners of the Best Social Housing-led Retrofit Programme at the Retrofit Academy Awards 2025 along with our contractor SBS.

Our workforce

We want to be recognised as an employer of choice, so it's important we can provide new opportunities such as apprenticeships. We currently have four apprentices in our Electrical, Joinery, Allocations and Finance teams and will continue to review jobs opportunities as apprenticeships in 2025/26.

Retaining staff with the skills and qualifications to deliver services that meet the requirements in the new Conduct and Competence standards means we need to invest in staff training. In 2024/25 we expanded the range of jobs where staff are supported to gain professional qualifications to include housing management, alongside gas, electrical, human resources and finance.